Virgin Active on the service decline

If I could give a minus star I would. Firstly, I'd like to point out that when they want to sign you up then the sales people call you non stop but when there's issues then the sales people are rude and unhelpful. Their service is lacking, there's no follow ups you as the client have to do their job. It's been a month and I am done. I am cancelling. I have advised them via email and I await a response. I will be damned if I am charged any cancellation fees. There's no flow from head office to branch staff.each one is doing their own thing. No one from head office has returned my calls or emails or messages. It's absolutely disgusting and all I wanted was what I was promised. Which is my vitality be loaded and not pay the activation fee. But till today it's not resolved. It's sad my mum has been going to this gym for years but the service and experience has just left a sour taste.